There was no availability of the room type Hacienda One Bedroom Suite for whole 8 nights of our stay. Thus I had to take Select Superior (2 Adults - Adults Only) room type for the last 3 nights. The dark and dated room on the ground floor that was initially provided to us left much to be desired to tell the least. The shower didn't have hot water, the phone to reach the reception was not working... I had to run back and forth from the room to the guest services to get help. It was upsetting as it was our second reservation with the property. The staff knew that I was with the elderly Mom who lacked mobility. It took 3.5 hours for us to finally pay for the upgrade and to get to the other room.

The staff who was available at the beach in adults only section gracefully provided us with the restaurants reservation. We were unable to place it online on the date of the arrival as there were no availability because of St. Valentine's Day. The property organized the huge souvenir market event. There were tents with all kind of staff: t-shirts, jewelry, cups, lamps... It was so festive and special! Credit cards were accepted at each tent.

Stayed in February 2025

The quality of the Bar, also there are no healthy options for kids like smoothies with REAL fruits.

The rooms are good, also the food is good.

Stayed in January 2025

Not worth the money

It was clean

Stayed in November 2024

The beach area was just beautiful, the food was at the highest level. The evening events were simply at the highest level. My family was happy.

The beach area was just beautiful, the food was at the highest level. The evening events were simply at the highest level. My family was happy.

Stayed in October 2024

The donkey and Cow stuck in a pen. Although they looked well fed and cared for maybe they belong in a animal sanctuary with other animals. the rooms need a face lift, more brighter especially in the bathroom.

most beautiful beach. lush green grounds. helpful staff. best food of all the All the all inclusive I've been to.

Stayed in October 2024

Unfortunatelly, lines for checkin could take at least one hour and check out is not very easy. Food is just ok. No surprises. The "french" restaurant is really bad.

The best in Sandos is not responsability from the hotel, is was made by God, Is one of the most beautiful blue beaches I ever saw. If you look for a nice beach that's the best location in the Caribbean sea.

Stayed in August 2024

It’s a big hotel, so expect to walk a lot (10+ min between our room and the beach). We liked the walk, but it’s not for everyone. It’s mass tourism, which led to meals and drinks being average at best (with the exception other the French restaurant). Avoid if you suffer from food allergies. We needed gluten and dairy free foods which reduced food options to omelettes, rice, chicken and fruit for the week.

The beach is stunning, the staff friendly and it was very clean and comfortable. Great selection of pools and activities.

Stayed in August 2024

It is spread out. Have to walk a lot from beach to front desk. However, they do have golf carts to help.

Variety of eating locations. Comfy rooms. LOVED the juice bar on the beach.

Stayed in July 2024

Check in and check out were really poorly organised. There is a total lack of management and communication. Make sure you've paid everything or you will have to join a long queue just to leave. For some reason I wasn't charged the tourist eco tax on check in so had to queue to pay it on leaving. Lack of staff at some bars resulting in long waits. Predominantly Spanish speaking guests (this isn't a negative, just an observation), we were hoping for more English speaking kids for our kids to make friends with in the few days we were there. The water slides seem much smaller than in the photos.

Beautiful beach, good pools, food was good quality. This was our first all inclusive and we stayed here for three nights. Good gym. Comfortable rooms. Like having a small pool and hot tub by the hacienda rooms.

Stayed in August 2024

Our fridge in room didn’t work but I was never in there and didn’t seem to bother my husband so we never put in a request. He was able to get drinks to replenish what he drank without problems.

Very clean. Beautifully landscaped. Great beach. Seaweed is unavoidable at times but not enough to ruin the stay!!!! In a couple hours there could be none.

Stayed in June 2024

The room ac was terrible , there’s no hot water in the shower barely but it did feel good considering it’s so hot , the water provided in the room was terrible , the buffet was good but they put food out for breakfast that should really be out for lunch then come lunch it’s not out , the main problem was the pools minus the small adult only elite pool , the pools were so dirty in so many spots , scum floating , I was there for two weeks and in two I was the only person to use the pool skimmer ! Only saw them one time actually vacuuming the pool.

Very nice layout , the Italian restaurant was the best one on the property. I love that they had options, I loved all the daily activities and shows set up . Everyone was so nice !

Stayed in May 2024

Whilst the size of the resort is something to be admired to a degree, being so big, there's no "easy" way to get around. The shuttle buses are 15 mins apart (no issues there), however, given the large amount of guests you can quite often not get on and you have to wait for another. Walking the long distance down to the aqua park or beach can be tricky with young children being so hot (depending on where your room is) The restaurants are lovely, however, we were unable to get a booking for some of them even though we tried to organise it the day we checked in. Without a booking you can't go to some restaurants which leaves the buffet, however, on a big trip, buffets become a bit repetitive after a while. Swim up bars/ bars at pools - there were never enough staff at any point in our day. We would wait 15 mins or more everytime for a drink, which for an all inclusive is frustrating. (Comparing to the resort we were at before sandos- also a huge resort and we would be served nearly instantly at any bar) The doors on the rooms didn't keep out any noise unfortunately. Our room was on a walk way and we heard every person very loudly walking past at all hours (morning or night) whilst that's not the hotels fault, it's something to consider as we had a young baby that was woken a few times by loud people on the way to their rooms from the bar. Children - you are required to pay for children from 2 years old at approx 90USD per day, however, they can't do anything. They are unable to use the kids club for any activities being that they are under 4yo. I asked upon check in if my husband or I could use the slides with our 2yo and was told "of course" but when I attempted to, the lifeguard gave a strict no which was disappointing because our baby was too small to go down herself. Felt a bit much to be charged such a high rate for food only when they can't use other equipment as such.

Overall the resort is very beautiful. Rooms are clean and tidy and very spacious. Shuttles run every 15 mins and there is also a walking route to the beach. The restaurants are very beautiful and all gardens are all well maintained. The buffet options are incredible. Beautiful fresh foods with a very wide selection for breakfast lunch and dinner. The price of the hotel overall was great for what you get plus being all inclusive. The beach is stunning, plenty of chairs by the beach and pool areas. The amount of pools to swim in is great! The hospitality desk for tours and transfers is very helpful! We did 2 tours from here and they were both wonderful. (Tulum tour and chichen itza deluxe)

Stayed in May 2024

As we were not able to get ‘Gold bands’ (because we stayed in the family area) this meant that getting food in the day needed to be timed well so we didn’t miss the snack bar at the beach.

All of it was brilliant. We especially loved the beach area and the kids really enjoyed the slides in the family area too. The breakfast buffet was great with lots of choice and space for our big family. I was also super impressed with the quality of spa treatments, hair and makeup (for a wedding). The staff were superb, very friendly and helpful.

Stayed in February 2024

Waiting for the shuttle especially when there were many tourists trying to get on. It seemed like there were too many features that were not accessible, such as private stores, private pools and private clubs.

Staff were very courteous and helpful. Even if they did not speak English they tried hard to communicate. There was hardly any line-up to get meals. The resort was also very accommodating such as changing times to travel to the airport.

Stayed in March 2024

Little to dislike. Impressed with the Sandos Playacar.

The Resort is located on the best beach I have seen in Mexico. Plenty of chairs located in a palm tree grove. Food and pools well done with nightly shows.

Stayed in March 2024

Our room smelled of mould, and never got stocked

Activity staff was great

Stayed in March 2024

Our refrigerator didn't have drinks for 2 days and the ocean view was only for adults. We had a pool view which wasn't bad but we prefer ocean view. The Buffet was a no.

The location was great, the staff was great! Camilia was our favorite. They have good restaurants there just not the buffet.

Stayed in February 2024

The warding off from some areas.

The massage at the spa was very good.

Stayed in February 2024

The live, interactive preshows are too long. 15 minutes would be better than half an hour.

We love how the adult areas are close together, close to the buffet, and close to the entertainment , so there was no need to take a tram everywhere.

Stayed in December 2023

The environment is lovely and well maintained. Natural vegetation keeps it cool in otherwise very warm conditions. Encourages birds and other creatures which makes it such a lush and inviting place to walk around. New children’s area is so nice for our pre-school grandchildren. Access to beach, patio buffet and activities makes this ideal for families. Everywhere the staff is helpful, kind and friendly. And we always felt welcome in any venue, from the artists who made our coffees in Cafe to the French, Mexico Gourmex and Asian restaurants. All were excellent.

Stayed in November 2023

The food for the buffet

Ok so far

Stayed in October 2023

Smells at the festive - international buffet entrance

Good options

Stayed in October 2023

Staff did not explain anything about the hotel at the reception upon check-in, we figured out the hotel ourselves only at the end of the second day🤣

Food, beach, sea, pools, wild animals around, teen club, music evening time👍

Stayed in October 2023

I wish for Lunch there was other than the Festival Buffet or the Snack Bar. The food at the Festival Buffet can be a bit too salty. The transport offer can be price-wise more accessable or inform the guess about the shuttle option. the inner shuttle can be more frequent than only 15mins, sometimes can be too full at the stations and the space is limited.

My favorite was the various food and drinks options. The service is pretty good and very accomodating. The rooms are very comfortable, refreshments and amenities, with many pool sections within the apartment blocks, so does not feel overly crowed. Food wise there are many options for dinner. For Lunch the Festival Buffet or the Snack Bar seems to be only options; the buffet is huge and can be a bit overwhelming how many options there are, but for many food desires can be very practical. The facilities are huge and there is so much to do or many place to not do anything and relax.

Stayed in October 2023